CCCA

 Certified Call Center Associate - CCCA

Certification Overview

Certification Overview

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This certification will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical via our E-Course

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. The CCCA Certification is also designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

 

Program Outline

Program Outline

Module 1 – Call Center Training

Verbal communication techniques
Who are your customers?
Listening skills
Asking the right questions and saying no
Taking messages and using voice mail effectively
Vocal exercises
Cold and warm calls, including developing a script
Going above and beyond and high impact moments
Handling objections and closing the sale
Negotiation techniques
Tips for challenging callers
Phone tag and getting the call back
Stress busting
Call center trends

Module 2 – Customer Service Training

What is customer service? Who are your customers?
Meeting expectations
Setting goals
Communication skills and telephone techniques
Dealing with difficult customers and people
Dealing with challenges assertively
Dealing with stress
The first critical element: A customer service focus
The second critical element: Defined in your organization
The third critical element: Given life by employees
The fourth critical element: Be a problem solver
The fifth critical element: Measure it
The sixth critical element: Reinforce it
Demonstrate a customer service approach
Understand how your own behavior affects the behavior of others
Demonstrate confidence and skill as a problem solver
Apply techniques to deal with difficult customers
Make a choice to provide customer service

 

Target Candidates


Audience

Customer Service Representative
Call Center Agents and Managers
This certification is also ideal for anyone seeking training in customer service and customer care



Examination

 Exam Pattern

The exam comprises of 50 Multiple Choice Questions out of which the candidate needs to score 70% (35 out of 50 correct) to pass the exam.

Duration of exam
The total duration of the exam is 1 hour (60 Minutes)

Closed Book

No external sources of information may be accessed during the exam at Pearson Vue Test Center. Further details of the materials permitted are provided:

Retaking of exam
If a Candidate does not pass the exam in the second (2nd) attempt, the candidate must wait for a period of at least fourteen (14) calendar days from the date of their attempt to retake the exam for third (3rd) time or any subsequent time. The exam can be taken any number of times.

Certification Validity
The Certified Call Center Associate (CCCA) Certificate is valid for life

 

Synergy Course



Course Details 

- Curriculum: GAQM Official Material  – 2015 edition

- Language: English terminologies with Arabic explanation

- Venue: business center of a 4/5 star hotel

- Lecturing: 15 hours
          
- Pattern: 5 evening classes

- Timing: 3 hours; 5:30 – 8:30 PM


Meeting Request